Seminar nature:
Open course, individual course, in-house course individualized to the participants needs
Length:
1 day
Fees:
Negotiable
Location:
Frankfurt, Mainz and Wiesbaden
Seminar Description:
Customer service is the competitive battleground for the new millennium. A customer-driven company bases all the key decisions on serving the customer better. The immediate results are added value for the customer and a significant increase in business turnover.
The seminar ”How To Hold On To Your Customers” communicates the customer-driven approach in a hands-on, direct way.
Various aspects of customer communication will be looked at ranging from rapport-building skills, to handling confrontational situations and international service and sales. Core activities of the seminar will include business case studies and how to use the experience in authentic business situations.
Seminar Objectives:
Understand and use customer-driven communication in a service and sales setting.
Learn to connect to the customer with rapport-building techniques
Create awareness and skill in handling diverse international customers.
Seminar Contents:
- The Boomerang Principle
- Three big secrets to good customer-driven service
- Creating rapport with the customer
- Looking at personality types and motivation
- Intercultural awareness and service dynamics .
- Inviting complaints to improve service
- Negotiating positions not interests / The Harvard Project
Participants:
This training is for non-native speakers who work in a customer service or consultative sales setting.
Requirements:
Intermediate level of English